Conduent Incorporated

Over approximately the past year, EOS processed withdrawals from my Utah child support debit card account that exceeded the amount authorized in my payment agreement. My contract specifies a fixed payment amount, and it does not authorize increased or duplicate withdrawals. During this time, multiple months included withdrawals that were higher than the contracted amount, and in some cases duplicate charges occurred within the same billing period. I discovered these discrepancies by reviewing my transaction history and account statements. I then filed a formal dispute through the child support debit card dispute system and submitted supporting documentation, including my contract and transaction records showing the overcharges and duplicate withdrawals. The dispute was denied. I escalated the issue and resubmitted documentation when requested. The dispute was denied a second time without a clear explanation or proof of authorization for the additional or duplicate withdrawals.…

My card does not work at all now. I can not take out money, transfer money, put the card on cash app, pay my cell phone bill everything is unauthorized and its not saying why. When I call I dont even have the option to do anything they want me to get a new card but the card is not the issue its the way to go program itself. I dont want that account anymore I want everything going to my bank account personally

My XXXX XXXX XXXX for child support payments was no longer working since they closed the program and they starting the process of issuing me a check on XX/XX/XXXX. The lady I spoke with confirmed my home address and said the check should arrive between 4 and 6 weeks. On XX/XX/XXXX I got a phone call from the XXXX XXXX XXXX advocate stating that the check was processed on XX/XX/XXXX and I will get it in 3 to 5 days. Today is XX/XX/XXXX and still no check. When I called to speak to the agent I was told that they dont send me a check directly because they are not a bank and it has to come from your local agency, that by the way has no information about it when I spoke to them on a phone. I called again to speak with the supervisor of the way to go program and she said that the NY State treasurer will send you a check within 90 days from XX/XX/XXXX.…

Request for approval for ACH transfers email containing my banking information and government issued ID continues to get denied without explanation. I have sent in the request multiple times and I do not receive an email or phone call regarding a denial or an explanation of denial. I have called and escalated the issue and have not received a return phone call. I have since made multiple phone calls with no resolve. I am trying to get my Way2Go account through XXXX to allow bank transfers. I have called about everyday to see if the approval went through and customer service level 1 representative tells me of instant denial without explanation. Dates emails have been sent XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year>

XXXX XXXX company is not available for response. XXXX responded regarding charges : They informed me that I need the credit card number the charges were charged to. I do not have it because I received a replacement card and cut up the old one. Apple.com charges are asking for the old card information also. XXXX XXXXXXXX is asking for it also I do not have. XXXX XXXX XXXX is not responding either. I had to create an account with XXXX XXXX to speak with their customer service who confirmed I do not have an active account with them but needs to check their database with the past card number which I no longer have. My Way2Go Card Fraud Dept has denied my claim this is their information : XXXX Phone number XXXX. The total amount is {$1000.00}

To start, I have called multiple times and have been charged {$.00} for every call for balance check even though I don't select that option. It is the default start to the call after entering card number, thereby guaranteeing they take {$.00} every call. I used ACH transfer option on app and website, which generates an automatic " successful transfer '' email, but the money is put back on card the next day. The email, app and website say to call number to be immediately transferred to agent, but in reality the only way to talk to an agent is to select " special services '', then " listen to last XXXX transactions '', then " inquire about a deposit '', then " XXXX to talk to a representative. '' This is roundabout and not intuitive. It took me several calls to figure out the phone branch options, each of which cost me money.…

On XX/XX/XXXX i attempted to send an online fax to the IRS ( containing all my personal info ) I googled for online faxing company XXXX came across XXXX After uploading documents i had to pay {$1.00} i entered my child support issued card number amd transaction said cant be processed, in which i attempted to enter another card. I then realized i didnt get a confirmation so i emailed support. In which i still have no response. Later that day one of the cards was used to order food states away. I filed dispute. On XX/XX/XXXX i attempted to access my child support payment that was deposited on XX/XX/XXXX in which i was prompted insufficient funds. I called right away realizing the whole fax site thing was a scam and they had all my info. Way2go i formed me that on the 1st after deposit was made it was transferred online to a XXXX XXXX XXXX XXXX acct. They refuse to give me anymore details. This person even set up my online account for the card.…

I placed an order on XX/XX/XXXX for the XXXX XXXX via the XXXX app for {$54.00}. When I received my order, it had parts that should have been discarded, and I was missing part of my order. I quickly reached out to XXXX the same day, and I was told theres nothing they could do. So, I then submitted a dispute with Way2Go and was provided with a credit on XX/XX/XXXX. However, on XX/XX/XXXX while they were still investigating, the credit was reversed resulting in my account being put in the negatives. I reached out regarding this issue and was told that XXXX had already provided me a solution. So, I checked my email for updates and found that on XX/XX/XXXX XXXX claimed to have tried to call me, and they added credits to the account that were automatically applied to membership fees and future orders instead of issuing me a refund without my knowledge or approval. I relayed this information back to Way2Go.…

My card literally stopped working on XX/XX/year> was declining all and any transactions for stores and for bill paying tried calling numerous times the number on back of card but they gave no options to my issue so I found a number online got ahold of a person was told the first time that it was the merchants who are declining the card and was told I could go to a atm withdrawal funds and then go to XXXX and have put on a XXXX XXXX card so I try to withdrawal from atm and it rejects the card saying that I need to contact the card issuer so I call back again and am told this time try and change my pin and then they tell me the only other option they will cancel my card and I would have to wait two weeks for a new card to be able to have any access to my funds I said no I dont want it canceled so I try changing the pin didnt work I called back and yet again told that its not on there end all tho when I called the number on the back of card to change pin there is a auto message stating…

I receive my payroll check its difficult to use this call to get cash and pay my bill and the freeze my card for week and no one answers the phone for help

I am filing this complaint against Way2Go regarding unauthorized transactions involving my government benefit card account and the companys repeated failure to properly investigate, resolve, and reimburse stolen funds removed from my account without my authorization. Unauthorized transactions were made from my Way2Go child support benefit card account without my knowledge or permission. After discovering the fraud, I immediately contacted Way2Go and disputed the unauthorized transactions. During this process, I also discovered that unauthorized changes had been made to my account information, including my address, email address, and phone number. I experienced ongoing issues accessing my account and obtaining account information. A replacement card that was sent to me by certified mail was later deactivated upon receipt, causing additional hardship and preventing access to my funds.…

I have a way2go card for child support. The money is deposited there but I am unable to use the card for any purchases or transfers. I am unable to speak to a live representative to fix this issue.

I called Way2go to try and transfer the money on card to my personal bank account. You have the ability to do so, but not sure how when noone will help me and give me the run around. ( This is my child support money that was set up through XXXX. ) I can not access my Way2go app due to email not set up in their system and they have not fixed a froze account issue for over a year now. They told me I have to call XXXX to have them set it up for the funds transfer and they do not do that. I called XXXX and told them what Way2go told me. XXXX said that is not correct and to use the exact words " Automatic Funds Transfer '' verbiage and they will help set it up. If you do not use those words, they will not help you as that is what is in the thier computer that gives answers to help. I called way2go back and used those exact words and " XXXX '' with the CS dept told me they don't handle that and that XXXX does not know the way their system is set up and to call them back.…

1. Unauthorized Account Action and Violation of Explicit Instruction On XXXX XXXX XX/XX/year>, I contacted customer service with the specific intent of a temporary security " lock '' due to a misplaced card. I explicitly and repeatedly instructed the agent not to report the card as " Lost or Stolen '' or to " Block '' the account, as I anticipated locating the property shortly. Despite my clear, verbal directive, the agent overrode my sovereign intent and placed a Hard Flag/Security Freeze on the account. This action was taken without my consent and in direct opposition to my instructions, constituting an unauthorized restriction of access to government-disbursed funds. 2. Failure of Multi-Channel Synchronization Although I have successfully authenticated my identity via the secure online portalwhich indicates the card status as " Active '' XXXX back-end " Flag '' is preventing ACH transfers and fund mobility. This represents a critical failure of system synchronization.…

I am filing this complaint against Conduent ( Way2Go Card ) for the improper and systematic denial of access to my child support funds. Over the last ten days, Conduent has refused three ( 3 ) separate attempts to transfer my funds to my personal bank account : today ( XX/XX/XXXX ), last Saturday ( XX/XX/XXXX ), and five days prior to that. Following the companys instructions, I submitted my government-issued photo ID and my private bank statements to their verification department ( XXXX ) to resolve whatever " flag '' was on the account. Despite my full compliance and three ( 3 ) follow-up emails to confirm receipt, Conduent has remained completely silent. They have not acknowledged my documents, provided an update, or released the hold on my funds. These are not discretionary funds ; this is court-ordered child support meant for the care of my child.…

On Saturday XX/XX/year> I received my new card in the mail. I called the customer service number on the back of the card to activate it and set a PIN. The automated system transferred me to a representative because there was an issue verifying my account. However after hours I never reached one. Today, Monday XX/XX/year> I have spend the majority of my day on hold, even as I write this. One representative I spoke with informed me that my unactivated card has a block on it due to fraud and transferred me to that department, my call was never picked up. Another representative told me to wait a few days and try again. No real solution. This is the worst customer service I have witnessed. I only want to access my funds that I am due and have long awaited.

I have tries to contact the customer service number and to which I was always hung up on or never answered. I can't access my account on the website and it just kicks me out. No explanation as to why. I have been able to access it in the past. The user ID is XXXX

My unemployment benefits were sent to an old bank account that I no longer have access to, even though I updated my direct deposit information at the start of my claim with the correct account. I did not authorize my funds to be sent to or used by this old account. The funds were deposited into a charged-off XXXX XXXX account and were immediately removed through an adjustment, leaving me with no access to the money. I contacted the companies involved to locate my funds and was told the payment was processed through Way2Go using outdated information. This caused me to lose access to my unemployment benefits entirely. I am experiencing financial hardship as a result, with rent due within days, and I need the funds returned or credited back to me immediately. I am requesting that the funds be recovered and that my correct banking information be used for all future payments.…

I contacted Way2Go card services on XX/XX/year> and ordered a replacement card for my Michigan XXXX XXXX account and was told it would take up to XXXX business days. After more than XXXX business days, the card had still not arrived, so I called again on XX/XX/year> and requested an expedited card, since Way2Go does not allow any funds to be transferred without an active card. The agent told me I was to receive the card in XXXX business days. The card did not arrive, so I contacted them again on XX/XX/year>. The agent said that the card was never expedited, but sent out regular mail with up to XXXX more business days of shipping time. I asked to have another card expedited, but she said she was unable to do this for some reason and told me to find a local office and figure it out. I asked her where a local XXXX office is, and she said to XXXX it. I still do not have access to any of my funds and do not know where to go or how to fix this.

I am a Nevada child support recipient using the Way2Go prepaid card administered by Conduent. My account has been repeatedly restricted, resulting in complete loss of access to my funds : Card blocked from use ID verification required XXXX times Direct transfer access blocked twice State of Nevada had to request a replacement card Replacement card not received after more than XXXX weeks I currently have no way to access my funds ( no card, no transfer, no account access ). This has caused significant financial hardship, including inability to purchase food, running out of gas multiple times, and loss of my post office box due to nonpayment. Despite repeated contacts, no resolution has been provided. I am requesting immediate access to my funds, either through expedited card delivery, restoration of transfer capability, or alternative disbursement ( check or direct deposit ).

Way2go program XXXX XXXX documentation is impossible to receive. Online banking is glitchy and does not work properly. Im set to close on my home and I can not close, will not close without receiving my documentation/financial deposits. This causes a ton of stress when its your lively hood dependent upon the required documents. Customer service does not help and it takes 1-3 days to receive a call back from tech support in which they never call. Absolutely absurd and unprofessional.

I transferred XXXX from my way2go bank into my XXXX XXXX last weekend and I still havent received anything and Way2go number dont even work! I need my money in a XXXX mother of XXXX

Way2Go/Conduent locked my PIN and requires a participant ID they never issued. I have no way to access my balance or transaction history. This violates EFTA and CFPB prepaidcard rules requiring free access and functional customer service for government benefit cards. I have tried to no avail to reach a live person but the child support office nor any other party provides any live customer service option to resolve an issue that way to go and child support created. It has been at least three or more years that way 2 go and the child support office have been made aware of this issue and to this date they still have not resolved it. Either child support or the way 2 go program could have issued new cards with the participant ID information or sent them separately and that has not happened. I have lived in the same place for the last 10 years. I have not received my participant ID EVER.

On XX/XX/year>, I contacted the Oklahoma XXXX ( XXXX ) for assistance with my unemployment benefits not being transferred to my direct deposit checking account. I had enrolled into direct deposit with the GoProgram, hosted by Conduent, on their mobile app on the week of XX/XX/XXXX. My ID and personal identification was verified to my knowledge. The XXXX stated that the GoProgram was missing ID verification in order to complete my direct deposit, and to email XXXX about my missing ID verification with subject line ACH, and then ended the call without resolution. I am unsure of what information I need to provide now and I am missing my unemployment benefits.

I have a New York State issued child support Eppicard, that I had been using for many years and I still have a large balance on it. There was a glitch in their system online between XX/XX/XXXX and XX/XX/XXXX that prevented me to use my card anyplace I tried. On the XX/XX/XXXX the online system, which is XXXX started to operate again, I could see my balance but the card stopped working. The decided to send me a new card. I got my new card on XX/XX/XXXX and it failed to activate by the phone, which is XXXX. It havent work in a while, because every time I tried to check my balance I got the same message saying we are temporarily unable to access your account, call back later. They decided to send me a new card the same day but I knew it that is definitely not an issue here, there is a problem with that automated system that needs to be fixed. When the new card arrived i obviously had a same issue trying to activate it for days, but no luck.…

I am filing a formal complaint regarding my Way2Go card, which I was informed would be issued to me but has not yet been received. I have attempted multiple times to contact customer service for assistance, but I have been unable to reach a representative or obtain any information about the status of my card. This situation is causing significant inconvenience, as I am unable to access the funds that are intended to be provided through this card. It is extremely frustrating to have no way to speak with someone or receive clarification on when I can expect delivery or how to resolve the issue. I am requesting immediate assistance with the following : Confirmation that my Way2Go card has been issued The date it was mailed Instructions on how to request a replacement card if necessary Any steps I need to take to ensure I receive my card as soon as possible Please contact me as soon as possible to resolve this matter.…

XXXX - initiated bank transfer on Way2Go\n4/9 - transaction cleared Way2Go and account shows XXXX - call Way2Go to get an ACH trace number and have to walk the person through what that is; given trace numberXXXX - call bank and give them that number, they cant find anything.XXXX - call Way2Go who verifies my account number that was entered and they tell me everything is correct except the first digit.XXXX - call bank and give the trace number again; still cant find it; assumes the transaction will reject if account number wasnt rightXXXX - call Way2Go again to verify trace number and given the confirmation. I explain thats not the right number because it has to be 15 digits and that number just given was only 11. Told he cant give me anything else other than that and Im just going to have to until XXXX to call back and start another process to request a rejection if the funds still havent shown up.…

I was initiated a refund on XX/XX/XXXX but I wasnt able to receive it because my card was locked. Although, in the app it tells me that locking my card will not affect me receiving any deposits, refunds, or transfers. I contacted the card issuer, and they told me to contact the merchant. So, I did and the merchant informed me that once the refund has been sent theres nothing they can do. I called the card issuer again and was told I would have to dispute the purchase in total because the couldnt do a partial dispute. So I did, I later received documentation stating that my dispute had been denied. So, I contacted the card issuer again and they said they can see where the refund was initiated and that they would escalate the matter. On XX/XX/XXXX I received a letter stating that my dispute had been denied again because XXXX had already issued the refund. However, I still dont have my money. Also, I have called multiple times regarding this issue and was never charged a fee.…

Heres a clear, professional write-up you can use for a complaint, escalation, or formal report : XXXX XXXX XXXX XXXX Subject : Ongoing Issue Accessing Funds Georgia Way2Go Card * * I am writing to formally document and raise concern regarding an ongoing issue with my Georgia Way2Go card and my inability to access child support funds that have been deposited into the account. I previously requested a replacement Way2Go card, which I successfully received. However, when I attempted to activate the card, I was informed that the card was not in the system. This is extremely concerning, as child support payments have continued to be deposited onto this account, yet I have no access to those funds. Since that time, I have made multiple attempts to resolve this issue.…

On XX/XX/XXXX I noticed unauthorized charges on my child support card I contacted XXXX about the transactions which were an ATM of XXXX on XX/XX/XXXX, XXXX XXXX XXXX also on XX/XX/XXXX and a transaction in the amount of XXXX at XXXX on XX/XX/XXXX my dispute was instantly denied without any reason or fault as to why when Im the one reported the transactions once I noticed them! I dont understand how these cards allow unauthorized transactions to be allowed thats money for my family I would like for them to reopen the case and return my money back into my account.